staff guide to fares and ticketing - whatdotheyknow · our ticketing system is complicated and we...

Book 2: Types of tickets and ways to pay

Staff Guide to fares and ticketing From 6th September 2015

For staff use only

The Staff Guide to Fares and Tickets is split into three separate

booklets plus appendices:

Book 1: Fares and tickets

Book 2: Types of tickets and ways to pay

Book 3: Photocards and discount schemes

Appendices: contains maps and where to buy each ticket type

Types of tickets and ways to pay

This guide describes

the different ticket types available and ways customers can

pay to travel on TfL and most National Rail services in

London.

paying for travel on river services and Emirates Air Line.

Our ticketing system is complicated and we know it can be

difficult for our customers to choose what’s best for them. This

guide should help you understand the range of options available

and in turn be able to advise customers to help them make the

right choice.

We offer a number of ways to pay, but for most customers using

pay as you go with a contactless payment card or an Oyster card

is best for value, flexibility and convenience. It means they can

travel all over our network at all times, secure in the knowledge

that they have a valid authority to travel.

This guide provides detailed information about:

Ticket types

Ways to pay

Buying tickets

Using Oyster and contactless payment cards

Revenue Inspection

Customer support

Customer information is also available on the Fares and Payments

pages of our website:

tfl.gov.uk/fares

http://www.tfl.gov.uk/fares

Contents

Types of tickets and ways to pay - contents

Section Page

Helping customers choose the right ticket

Pay as you go 1

Day tickets 1

When are season tickets best value 1

Oyster or contactless? 2

Only here for a short visit? 2

Flexible and part-time travel 2

Families 2

Visitors 2

Ticket types

Ticket types 3

Fare Zones 3

Single tickets and pay as you go 4

Day and season tickets 4

Pay as you go 4

Pay as you go with capping 4

Pay as you go on buses and trams 5

One more journey using Oyster 5

Tram pay as you go fares and feeder buses 5

Pay as you go on Tube, DLR, London Overground, TfL Rail

and National Rail services 6

Peak and off-peak pay as you go fares 6

Off-peak fares during the evening peak 6

Pay as you go on National Rail services 7

Where is pay as you go valid on National Rail services? 7

Where isn’t pay as you go valid on National Rail? 7

Pay as you go tariffs on National Rail 7

Pay as you go on river services 9

Pay as you go on Emirates Airline services 9

Contents


Section Page

Ticket types

Capping 9

Daily capping 9

Peak and off-peak capping 9

Daily capping from stations north of Chorleywood and

Hatch End 10

Monday to Sunday capping 10

Monday to Sunday capping examples; bus & tram only 11

Monday to Sunday capping examples; all services 12

Bus & Tram Passes 15

One Day Bus & Tram Pass 15

One Day Bus & Tram Pass on an Oyster card 15

Printed One Day Bus & Tram Pass 16

Bus & Tram Pass season tickets 16

Bus Saver 16

Travelcards 17

Day Travelcards 17

Travelcard season tickets 18

Printed 7 Day and monthly Travelcards 18

Travelling beyond a Travelcard’s validity 19

Record cards 19

Group tickets 19

Group Day Travelcards 19

Group tickets for travel on DLR only 20

Cash single tickets 20

On buses and trams 20

Tram cash fares and feeder buses 20

On Tube, DLR, London Overground, TfL Rail and some

National Rail services 20

Contents


Section Page

Ticket types

Cash fares on National Rail services 21

Validity of cash single and return tickets on Tube, DLR,

London Overground, TfL Rail and some National Rail

services

22

What are contactless payment cards?

What are contactless payment cards? 24

Contactless payment cards issued in the UK 24

Contactless payment cards issued outside the UK 25

Overseas transaction fees 25

Pre-paid cards 26

Joint accounts 26

Other methods of contactless payment 26

bPay 26

Apple Pay 28

Customer support 31

Oyster

What’s available on Oyster? 32

Where can customers get an Oyster card? 32

Issuing Oyster cards and Oyster photocards 32

Registering and protecting Oyster cards 33

When can customers register their Oyster cards? 33

Where can customers register their Oyster cards? 34

Who must register their Oyster cards? 34

Are Oyster cards transferable? 34

Paper tickets

Day Travelcards 35

Group Day Travelcards 35

One Day Bus & Tram Pass 35

Contents


Section Page

Paper tickets

Single and return tickets 35

Paper season tickets and photocards 36

Visitor Oyster cards

Visitor Oyster cards 37

Where can customers get a Visitor Oyster card? 37

Young Visitor discount 38

Visitor attraction admission tickets 39

Where to buy and top-up Oyster cards

Oyster online and telesales 40

Tube, London Overground and TfL Rail stations 40

National Rail stations 41

DLR stations 42

Visitor Centres 42

Oyster Ticket Stops 42

Oyster Sales Service 43

How to pay 43

Buying tickets in advance 44

Using Oyster and contactless payment cards to travel

Where are Oyster and contactless payment cards

accepted for travel 45

Buses and trams 45

Tube, DLR and London Overground 45

National Rail 45

Using Oyster and contactless payment cards 46

Pay as you go on buses and trams 46

Pay as you go on Tube, DLR, London Overground, TfL

Rail and National Rail 46

Card clash 47

Contents


Section Page


Fares charged using a contactless payment card 48

Unpaid fares 49

Declined payments 49

Maximum fares 50

Incomplete journeys 50

Touching in and out if the gates are open 50

Automatic completion of incomplete journeys 50

Checking for incomplete journeys 50

Refunds on incomplete journeys 51

Refunds online 51

Differential charging for pay as you go journeys 52

Alternative routes for Travelcard customers 53

Changing trains – touching in and out 53

Pink card readers 54

What do pink readers look like? 54

Stations with pink card readers 54

Travelling between Tube stations at Heathrow 54

Selective auto completion 55

Journey history 55

Auto top-up 56

Maximum journey times 57

Out of station interchange (OSI) 57

Same station exits 59

Revenue Inspection

Penalty fares and prosecution for irregular travel 61

Inspection of contactless payment cards on buses 61

Inspection of contactless payment cards on rail and tram 62

Contents


Section Page

Revenue Inspection

Failed Inspection: Valid contactless payment card 62

Failed Inspection: contactless payment card is not

valid 64

Refunds

Service delay refunds 65

Customer Support

On system support 66

TfL online account 66

Benefits 67

How to sign up 67

My cards 68

Notifications 69

Card ready for travel 70

Today’s travel 70

Travel statement (journey and payment history) –

contactless payment card 70

Journey history – Oyster 71

Self serve refunds 74

Pay unpaid fares 75

Customers without a TfL online account 75

Customers with joint accounts 77

TfL customer services 77

Card issuers 78


- 1 -

Our ticketing system is complicated and we know it can be

difficult for our customers to choose the right ticket.

Pay as you go

For most customers, using pay as you go is best for value,

flexibility and convenience.

It means they can travel all over our network at all times, secure in

the knowledge that they have a valid authority to travel.

Customers can use a contactless payment or Oyster card for pay as

you go travel

If they make many journeys in a day, the cost of their travel is

automatically capped.

Pay as you go may not be best value if they:

are eligible for free or discounted travel

make at least three journeys a day, at least 6 days a week

Day tickets

Pay as you go with daily capping is always cheaper than using a

Day Travelcard or One Day Bus & Tram Pass. And if they don’t

make enough journeys to reach a daily cap, it’s even better value

When are season tickets best value?

Traditionally, Travelcard and Bus & Tram Pass season tickets

offered best value if customers made a return journey every day

over a period. However for many, this is no longer true:

If they only make a return journey on five days a week or less,

a 7 Day Travelcard or Bus & Tram Pass will be more expensive

than two pay as you go journeys per day

We charge more at busy times, so if they travel during the off

peak, pay as you go is better value. Travelcards are priced to

include travel during peak hours.

Season tickets will only provide best value if a customer:

makes at least three journeys a day, at least 6 days a week

AND

mainly travels during peak hours

https://tfl.gov.uk/fares-and-payments/contactless

https://tfl.gov.uk/fares-and-payments/oyster

https://tfl.gov.uk/fares-and-payments/contactless/what-is-capping


- 2 -

Oyster or Contactless?

Pay as you go on Oyster offers daily capping.

Customers can also add 7 Day, monthly and longer period

Travelcard and Bus & Tram season tickets to an Oyster card.

Contactless payment cards can only be used for adult-rate pay as

you go travel with daily and Monday to Sunday capping; season

tickets and discounts can’t be added.

Only here for a short visit?

Pay as you go is the best option if customers already have a

contactless payment or Oyster card.

If they don't have one of these, they should be advised to

consider getting an Oyster card which they can use whenever

they visit London.

Flexible and part-time travel

Customers who work part time or have unpredictable working

patterns should use pay as you go.

Families

We do not offer family tickets. Free and discounted travel is

available for children, depending on their age and where they

travel

Visitors

Visitors to London can buy a Visitor Oyster Card in advance and

use it for pay as you go travel

Ticket types

- 3 -

Ticket types

TfL offers a range of ticketing options and ways to pay for journeys

on bus, Tube, tram, DLR, London Overground, TfL Rail and most

National Rail services within London:

tickets for single journeys:

o Pay as you go

o Cash single (or return)

Day tickets

o Pay as you go with capping

o Day Travelcard

o One Day Bus & Tram Pass

Season tickets

o Travelcards

o Bus & Tram Passes

For detailed information on fares, please see book 1, our

fares tables or single fare finder

Fare Zones

London is divided into fare zones for rail journeys:

Zones 1-6 cover Greater London

Zones 7-9 are outside Greater London. The following station are

in:

Zone 7: Carpenders Park, Croxley, Chorleywood, Rickmansworth,

Theobalds Grove, Waltham Cross and Watford

Zone 8: Bushey, Chalfont & Latimer, Cheshunt, Dartford and

Watford High Street

Zone 9: Amersham, Brentwood and Chesham

London Overground, TfL Rail and National Rail operate services

beyond the London fare zones:

Watford Junction (London Overground and National Rail )

Shenfield (TfL Rail and National Rail)

Grays, Purfleet, Chafford Hundred, Ockendon and Broxbourne

(National Rail)

DLR services only operate within Zones 1, 2, 3 and 4

http://tfl.gov.uk/fares-and-payments/fares

http://tfl.gov.uk/fares-and-payments/fares/single-fare-finder

Ticket types

- 4 -

Fare Zones

Buses and trams have a flat fare no matter how many zones

customers travel through:

Buses operate across all zones

Trams only operate in Zones 3, 4, 5 and 6

Single tickets and pay as you go

Fares for all single rail journeys are calculated on a point to point

basis, rather than zonal.

Day and season tickets

Tickets for unlimited travel in a day (including daily capping with

pay as you go) are calculated on a zonal basis, except One Day

Bus & Tram Passes

Season tickets valid for 7 days, (including Monday to Sunday

capping with pay as you go), one month or longer are calculated

on a zonal basis, except Bus & Tram Passes

Pay as you go

Customers only pay for the journeys they make when they travel.

Customers can put money on their Oyster card and use it to pay for

journeys as they travel.

Pay as you go fares are cheaper than cash

Once they've used up their credit, customers can simply top it

up to use the card again

Pay as you go credit on an Oyster card never expires

Adults who have contactless payment cards can also use pay as you

go but do not have to top it up

Pay as you go with capping

Capping is a feature of pay as you go. It allows customers to travel

as much as they like while limiting the amount they pay for their

travel:

if they make many journeys in a day, the cost of their travel is

automatically capped

If they're using a contactless payment card, Monday to Sunday

capping limits the total they pay for a week's travel, ending on a

Sunday

Ticket types

- 5 -

Pay as you go with capping

Customers must touch in and out correctly or they won’t get

capped. See page 9 for more information about capping.

Pay as you go on buses and trams

Pay as you go is valid on all buses that display this sign:

including those that travel outside Greater London

It is not valid on certain special bus services and excursions

Pay as you go is valid on all trams

One more journey using Oyster

Cash is not accepted on buses. Customers can

use their Oyster card to make ‘one more bus

journey’ if:

They don’t have enough credit on their

Oyster card to pay the fare, or

their Bus & Tram Pass or Travelcard has

expired and

they do not have a contactless payment

card

A bus pay as you go fare will be deducted from their Oyster card.

The card will then have a ‘negative balance’.

They must top their card up before they can use it again to

travel, or before they can renew a Travelcard or Bus & Tram Pass

‘Emergency fare charged’ will show on the driver and passenger

displays

They will be given an emergency fare slip.

If an Oyster card already has a negative balance, it can’t be used to

make one more journey.

Tram pay as you go fares and feeder buses

Customers using pay as you go on trams or tram feeder buses (130,

314, T31, T32 and T33), can make one free transfer to another tram

or feeder bus during a journey.

Ticket types

- 6 -


If they change trams or change between a tram and a tram feeder

bus, within 70 minutes of start of their journey, they will not be

charged a fare. They must touch in with the same card when

boarding the next tram or bus.


Rail and National Rail services

Pay as you go fares are cheaper than cash single fares

Customers must have enough credit on their Oyster card or use a

contactless payment card to travel

Some journeys are defined as requiring travel via Zone 1 and are

charged accordingly, irrespective of the actual route taken

Peak and Off-Peak pay as you go fares

On rail services, we charge higher fares at the busiest times of the

day:

Peak fares are charged from 06:30 to 09:29 and from 16:00 to

18:59 Monday to Friday (excluding public holidays).

Off-peak fares are charged at all other times

The time of day a customer touches their card on the yellow reader

at the start of their journey determines if they are charged a peak or

off-peak fare.

Off-peak during the evening peak

Customers travelling into Zone 1 between 16:00 and 19:00 on

Mondays to Fridays are charged off-peak fares:

if they touch in at the start of their journey outside Zone 1

between 16:00 and 18:59 and

touch out in Zone 1 at the end of their journey

Single fare finder shows the hours when peak/off- peak fares

are charged for individual journeys.

http://www.tfl.gov.uk/fares-and-payments/fares/single-fare-finder

Ticket types

- 7 -

Pay as you go on National Rail services

Where is pay as you go valid on National Rail?

Pay as you go is valid on all National Rail routes within London Zones

1-9. It is also accepted on:

c2c services to and from Grays, Purfleet, Chafford Hundred and

Ockendon

London Midland and Southern services to and from Watford

Junction

Greater Anglia services to and from Broxbourne and Shenfield

Southeastern high speed services between Stratford and St

Pancras International (special fares apply)

Where isn’t pay as you go valid on National Rail?

Pay as you go is not valid on:

Heathrow Express

Heathrow Connect services between Hayes & Harlington and

Heathrow

Any journey starting or finishing outside Zones 1-9 or beyond

Broxbourne, Grays, Shenfield or Watford Junction

Pay as you go tariffs on National Rail services

There are three tariffs for pay as you go fares on National Rail

services:

National Rail pay as you go fares for journeys wholly on most

National Rail services

TfL pay as you go fares for journeys wholly on selected National

Rail services. See page 8

through fares for journeys which include both TfL and National

Rail services

The TOCs set the fares for pay as you go on National Rail services,

based on the fare zones.

Peak pay as you go fares are set at, or just below, half the price of

a cash Anytime Return

Off-peak pay as you go fares are linked to half the price of a cash

off-peak return

Ticket types

- 8 -

Pay as you go on National Rail services

Customers pay National Rail pay as you go fares when they only

travel National Rail services on the following lines:

Southeastern: All lines within Zones 1-6 (special fares apply on

HS1 services between Stratford and St Pancras International)

Southern: All Lines within Zones 1-6 (except Watford Junction to

Clapham Junction, New Cross Gate to West Croydon/ Crystal

Palace)

South West Trains: All lines within Zones 1-6

Thameslink Great Northern: All lines within Zones 1-6 (except

West Hampstead Thameslink to Elephant & Castle, Finsbury Park

to Kings Cross/Moorgate)

Customers pay TfL pay as you go fares when they travel on the

following:

C2C: Grays to Fenchurch Street/Liverpool Street via Barking (but

not at Forest Gate/Maryland)

Chiltern Railways: Amersham to Marylebone, West Ruislip to

Marylebone

First Great Western: West Drayton/Greenford to Paddington

Greater Anglia: Shenfield to Liverpool Street, Broxbourne to

Stratford/ Liverpool Street

Great Northern: Finsbury Park to King's Cross/Moorgate,

London Midland: Watford Junction to Euston

Southern: Watford Junction to Clapham Junction, New Cross

Gate to West Croydon/ Crystal Palace

Thameslink West Hampstead Thameslink to Moorgate/Elephant &

Castle/London Bridge

See National Rail fares tables for details of:

National Rail through fares and

National Rail only pay as you go fares.

You can also find out how much you'll pay between

particular stations using single fare finder.

The pay as you go tariffs map in the appendices shows which fare

tariff is charged on each National Rail service in London.

https://tfl.gov.uk/fares-and-payments/fares/national-rail

https://tfl.gov.uk/fares-and-payments/fares/single-fare-finder

Ticket types

- 9 -

Pay as you go on river services

Customers can use their pay as you go credit on Oyster to get a 10

per cent discount on single fares on Thames Clippers. This does not

count towards their daily cap.

Pay as you go on Emirates Air Line services

Customers can use a contactless payment card or their pay as you

go credit on Oyster to get a discounted boarding pass fare on

Emirates Air Line. This does not count towards their daily cap.

Capping

Capping is a feature of pay as you go. It allows customers to travel

as much as they like while limiting the amount they pay for their

travel. Travel can be capped for:

Unlimited travel in a day (Oyster and contactless)

Unlimited travel in a week ending on a Sunday (contactless only)

Customers that don’t touch in and out won’t get capped.

Daily capping

Daily capping is the most a customer using pay as you go will be

charged in one day (from 04:30 and before 04:30 the next day).

If they only use buses and trams, the bus and tram cap applies.

If their journeys include travel on the Tube, DLR, London

Overground, TfL Rail or National Rail the all modes caps apply.

Daily capping is calculated in a slightly different way depending on

whether the customer uses contactless or Oyster.

For contactless payment cards, the cost of all journeys made is

analysed at the end of the day and the lowest possible charge

calculated. This may be a combination of a cap and single journey

extension fares.

For Oyster the capping calculations are made as the customer

travels

Peak and Off-peak capping

In Zones 1-6, there is an anytime cap for a day’s travel.

For journeys that include travel beyond Zone 6, a peak or off-

peak cap is applied depending on a customer’s journeys

throughout the day.

Ticket types

- 10 -

Capping

A peak daily cap is charged if a customer’s travel includes a journey

starting between 04:30 and 09:29 Mondays to Fridays (excluding

public holidays).

An off-peak daily cap is charged for all journeys on the same day:

Monday to Friday: from 09:30 and any journey that starts before

0430 the following day,

Saturday, Sunday and public holidays: from 04:30 and any

journey that starts before 04:30 the following day

Under 16s are charged peak and off-peak caps in all zones

Daily capping from stations north of Chorleywood and

Hatch End

When customers travel on Mondays to Fridays after the following

times from stations north of Chorleywood and Hatch End, their pay

as you go fare counts towards an off-peak cap instead of a peak cap:

North of Chorleywood

Amersham Touch in after 09.10

Chalfont & Latimer Touch in after 09.20

Chesham Touch in after 09.10

North of Hatch End

Bushey Touch in after 09.20

Carpenders Park Touch in after 09.20

Watford High Street Touch in after 09.10

Monday to Sunday capping

Customers making multiple journeys in a week finishing on Sunday

may have their fares capped. Monday to Sunday capping is:

always calculated for all journeys made in a week ending on a

Sunday.

o Customers who travel for a single week starting from (for

example), Wednesday to the following Tuesday would be

capped to Sunday night, if appropriate.

o The cap is reset on Monday morning.

Ticket types

- 11 -

Capping

calculated at the end of the each traffic day by aggregating all the

journeys made and applying daily caps if appropriate. As the

week progresses, the cumulative daily totals are analysed and a

Monday to Sunday cap applied if appropriate.

o If a Monday to Sunday cap is reached before the following

Sunday, any subsequent journeys made with that card on bus

and tram services or within the zones of the cap are free until

the end of the capping period, provided they continue to

touch in and out correctly.

Caps are applied to individual cards, so journeys made on one

contactless payment card cannot be transferred to another

Customers who have more than one contactless payment card

should use the same one for all journeys to get a Monday to

Sunday cap.

Monday to Sunday capping examples

Bus & tram only

Sarah only uses buses to travel in London and pays using her

contactless payment card. She needs to take two buses to work and

sometimes travels in the middle of the day.

Each bus journey Sarah makes costs her £1.50, whatever time of day

she travels. The daily bus & tram cap is £4.40 and the Monday to

Sunday cap is £21.00

On Monday she makes six bus journeys and is charged a daily cap

of £4.40

On Tuesday Sarah just travels to and from work and is charged a

daily cap of £4.40

On Wednesday she has a day off work but goes shopping and

makes two bus journeys, costing £3.00

On Thursday and Friday Sarah just travels to and from work and

is charged a daily cap of £4.40 on both days

On Saturday Sarah visits a friend and makes 2 bus journeys

costing £3.00

The table below shows how the daily totals of Sarah’s bus journeys

are accrued during the week and when the Monday to Sunday cap is

reached:

Ticket types

- 12 -


Day

of

travel

No. of

bus

journeys

Daily

cost

Daily

cap?

Cumulative

cost

Mon to

Sun cap

Actual

daily

charge

Mon 6 £4.40 Yes £4.40

Tues 4 £4.40 Yes £8.80 £4.40

Wed 2 £3.00 £11.80 £3.00

Thurs 4 £4.40 Yes £16.20 £4.40

Fri 4 £4.40 Yes £20.60 £4.40

Sat 2 £3.00 £23.60 £21.00 £0.40

Total charge for the week: £21.00

Monday to Sunday Bus & Tram cap reached

Bus, Tube, tram, DLR, London Overground and TfL Rail

Paul is visiting London and staying in West Hampstead (Zone 2). He

spends his week sightseeing, going to the theatre and visiting

friends. He uses his contactless payment card for all his travel.

On Monday he goes sightseeing in London and makes 5 off-peak

journeys within Zones 1 and 2. In the evening he travels out to

Ruislip (Zone 6) to visit friends and stay overnight

On Tuesday he travels in the off peak, from Ruislip to Harrow on

the Hill (Zones 6-5) and then makes two local bus trips in

Harrow. He then returns to West Hampstead (Zones 5-2)

On Wednesday Paul travels into Zone 1, makes three bus

journeys and then returns to West Hampstead. All journeys were

in the off peak so the total cost of his day’s travel is £6.40

On Thursday Paul travels out to Richmond (Zone 4) in the off

peak to visit friends. While there he makes four bus journeys (to

Richmond Park and riverside pubs). He returns to West

Hampstead later that evening. The total cost of his travel that

day is £7.40; a bus cap and two off peak rail fares

On Friday he travels early into Zone 1 and pays a peak fare of

£2.90. The rest of his travel that day is all within Zones 1-2 and is

after 09:30. The total cost of his travel is £6.40 – Zones 1-2 cap

On Saturday Paul travels into London for more sightseeing and a

show in the West End in the evening.

Ticket types

- 13 -


All travel is off peak on Saturday and he is charged £6.40 for a

Zones 1-2 cap.

On Sunday Paul takes the Tube to Heathrow Airport to fly home.

He is charged a single off-peak Zone 1-6 fare of £3.10

The table below shows:

how the total cost of Paul’s journeys are added up at the end of

the day

the daily caps reached

the Monday to Sunday cap reached

Day

of

travel

Zones

travelled

through

Daily

cost

Daily

cap?

Cumula-

tive cost

Monday

to

Sunday

cap?

Weekly

cost

Actual

daily

charge

Mon 1-6 £7.90 1-2 £7.90

Tues 6-2 £6.00 No £14.40 £6.00

Wed 1-2 £6.40 1-2 £20.30 £6.40

Thur 2-4 £7.40

Bus cap

+ 2

single

fares

£27.70 £7.40

Fri 1-2 £6.40 1-2 £34.10 £6.40

Sat 1-2 £6.40 1-2 £40.50 Zone 1-

2 £39.60 £5.50

Sun 1-6 £3.10 No £43.60 Zone 1-

2 £41.20 £1.50*

Total charge for the week: £41.10.

* Zone 1-2 Monday to Sunday cap applied

the system charges extension fares for all journeys that included off

peak travel in Zones 2-6 (£1.50 each)

Monday to Sunday capping is calculated by comparing the total daily

charges against the possible Monday to Sunday caps, according to

the travel made. Paul travelled between Zones 1 and 6 during the

course of the week, though the majority of his travel was in Zones 1

and 2.

The possible Monday to Sunday caps that he could have reached

are:

Ticket types

- 14 -


Zone 1-2 Zone 1-3 Zone 1-4 Zone 1-5 Zone 1-6

£32.10 £37.70 £46.10 £54.70 £58.60

To work out if a Monday to Sunday cap applies, the system

compares the total cost of the best value daily charges (£43.60)

against the caps. Each of the following caps were not reached

Zone 1-6 cap

Zone 1-5 cap

Zone 1-4 cap

The system then analyses the journey patterns against Zones 1–2,

and 1-3 Monday to Sunday caps. All journeys covered by the caps

are identified and the additional cost of journeys not covered is

added to the cost of the cap.

For a Zone 1-3 cap:

The system looked at journeys made in Zones 5-6. These were:

Monday evening: Zones 3-6 Off Peak fare £1.50

Tuesday morning Zones 5-6 Off Peak fare £1.50

Tuesday afternoon Zones 5-3 Off peak fare £1.50

Thursday morning Zones 3-4 Off- Peak fare £1.50

Thursday evening Zones 3-4 Off- Peak fare £1.50

Sunday Zones 3-6 Off- peak fare £1.50

If a Zone 1-4 cap is charged (£37.70), the system adds the cost of all

journeys made outside these zones (£9). The total cost would be

£46.70 – £3.10 more than the aggregated daily charges.

For a Zone 1-2 cap:

The system looked at journeys made in Zones 3-6. These were:

Monday evening Zones 2-6 Off-Peak fare £1.50

Tuesday morning Zones 5-6 Off- Peak fare £1.50

Tuesday afternoon Zones 5-3 Off-Peak fare £1.50

Thursday morning Zones 2-4 Off- Peak fare £1.50

Thursday evening Zones 2-4 Off- Peak fare £1.50

Sunday Zones 2-6 Off-Peak fare £1.50

Ticket types

- 15 -


If a Zone 1-2 cap is charged (£32.10), the system would then add up

the total cost of journeys made outside the zones covered by this

cap (£9). The total cost was £41.10 – £2.50 less than the aggregated

daily charges. This therefore was the total charged for the full

week’s travel.

Bus & Tram Passes

Bus & Tram Passes offer unlimited travel on buses and trams for:

One Day (Oyster or paper ticket )

7 Days (Oyster only)

Monthly (Oyster only)

Odd period (Oyster only)

Annual (Oyster only)

They are valid on:

All buses including some which operate outside Greater London,

but not on certain special bus services and excursions

All trams

One Day Bus & Tram Pass

One Day Bus & Tram Passes can be used:

on all buses displaying this sign

on all trams

from 00:01 on the day the ticket is valid from until 04:30 the

following day.

One Day Bus & Tram Pass on an Oyster card

One Day Bus & Tram Passes are issued

on a single use Oyster card from Oyster

Ticket Stops and Visitor/Travel

Information Centres.

they cannot be reused

no other tickets or pay as you go

credit can be added to them

customers can’t get a replacement if it is lost, stolen or fails

customers can’t use the card number to set up an online account

Ticket types

- 16 -

Bus & Tram Passes

Printed One Day Bus & Tram Pass

Printed One Day Bus & Tram Passes are issued from:

ticket machines at Tube, tram and DLR stations

London Overground and National Rail ticket offices.

Tickets cannot be issued in advance. They must be shown to the

driver when the customer boards a bus.

Bus & Tram Pass season tickets

Adult-rate Bus & Tram Pass season tickets are available for 7 days,

one month or for any longer period up to one year.

Can start on any day of the week.

Can be used during the period of validity and for any journey that

starts before 04:30 on the day following the expiry date.

7 Day, Monthly and longer period Bus & Tram Pass season tickets

are only available on Oyster from

public retail outlets.

Printed Bus & Tram Passes are

available as bulk sales or Local

Education Authority (LEA) tickets

(LEAs do not issue 7 Day Travelcards)

Bus Saver

Bus Saver tickets are not available for the

general public to buy. However, bulk sales of

bus Savers for groups are still available.

Interested groups should contact:

020 7712 1000

[email protected]

Bus Saver tickets are sometimes issued as a refund for bus travel by

Customer Services.

Books of six Bus Saver tickets cost £9 (£1.50 per journey)

mailto:[email protected]

Ticket types

- 17 -

Travelcards

Travelcards offer unlimited travel for:

A day (Paper ticket only)

7 days (Oyster only)

Monthly (Oyster only)

Odd period (Oyster only)

Annual (Oyster only)

They are valid on:

Tube, DLR, London Overground and TfL Rail services

All buses irrespective of the zone(s) they cover. Not valid on

certain special bus services and excursions

Trams, where the Travelcard includes Zone 3, 4, 5 or 6

National Rail services in London (excluding Heathrow Connect

between Hayes & Harlington and Heathrow, Heathrow Express

and Southeastern high speed services between St Pancras

International and Stratford International)

Travelcard holders can get a 1/3rd off the normal fare on some river

services and discounted fares on the Emirates Air Line.

Travelcards must be valid for all the zones the customer travels

through. Some journeys are defined as requiring travel via Zone 1.

Customers should ensure that their Travelcard is valid accordingly,

irrespective of the actual they route take or they may be charged an

additional pay as you go fare or risk a penalty fare or prosecution.

Day Travelcards

Day Travelcards can be used for unlimited travel in a single day.

Day Travelcards are available for the following fare zones:

Zones 1-4

Zones 1-6

Zones 1-9

Zones 1-9 including Watford Junction

Depending on the time of day of travel, different types of Day

Travelcard are available:

Anytime Day Travelcards - these can be used for the whole day

(using the date printed on the ticket), and for journeys starting

before 04:30 the following day

Ticket types

- 18 -

Travelcards

Off-peak Day Travelcards are valid from 09:30 on the day of

travel (using the date printed on the card), and for journeys

starting before 04:30 the following day

Customers using buses or trams as well as rail services will need an

Anytime Day Travelcard if they travel before 09:29 on Monday to

Friday.

Travelcard Season tickets

Travelcard season tickets are available for 7 days, one month or for

any longer period up to one year. They:

Are generally issued on Oyster cards except when bought from

most National Rail stations

Can start on any day of the week

Can be used during the period of validity and for any journey that

starts before 04:30 on the day following the expiry date

Prices depend on the number of zones needed for the journey being

made (details available in book 1)

National Rail Conditions of Carriage apply to Travelcard season

tickets bought from London Overground, TfL Rail and National Rail

stations;

for more information visit www.nationalrail.co.uk:

If a customer has a negative balance on their Oyster card, they will

not be allowed to travel until it is cleared, even if they have a valid

Travelcard.

Printed 7 Day and monthly Travelcards

Printed 7 Day and monthly Travelcards are issued for some bulk

sales

National Rail still issue paper Travelcards; a supporting photocard

is needed and should be carried at all times (see book 3)

Customers can order printed 7 Day

Travelcards from the Visitor online shop

www.visitorshop.tfl.gov.uk

H The tickets do not require a supporting

photocard:

http://www.nationalrail.co.uk/

http://www.visitorshop.tfl.gov.uk/

Ticket types

- 19 -

Travelcards

Travelling beyond a Travelcard’s validity

Customers should add enough pay as you go credit to their card to

cover their journey beyond the validity of their Travelcard:

if they travel beyond the zone(s) covered by the Travelcard

If they travel after their Travelcard has expired

Record Cards

Record Cards are issued in conjunction with an annual Travelcard or

Bus & Tram Pass season ticket on Oyster as follows:

Travelcard season (adult rate) – Gold Record Card

Travelcard season (18+ Student, Apprentice and child rate) – Blue

Record Card

Bus & Tram Pass season (adult, 18+ Student, Apprentice, half

adult rate) - Blue Record Card.

Group Tickets

Group Day Travelcards

Group Day Travelcards are valid:

for travel on bus, Tube, tram, DLR, London Overground, TfL Rail

and most National Rail services in London

after 09:30 Monday to Friday and anytime on Saturday, Sunday

and public holidays

Under-16s travel at child-rate – no photocard needed

Group Day Travelcards are available from

Tube station ticket machines

London Overground station ticket offices

National Rail station ticket offices

Oyster Sales Service (bulk sales only)

Larger groups should contact the local Tube station supervisor in

advance. They will be able to suggest the best route for the group

and will contact staff at interchange and destination stations to

ensure that travel throughout the day is as trouble free as possible

Under-5s can travel free when accompanied at any time (no

restriction on number)

Ticket types

- 20 -

Group Tickets

Group tickets for travel on DLR only

Available for any day of the week with no time restrictions.

Under-18s travel at child-rate – no photocard needed.

Children aged 5-10 can travel free if they are accompanied by an

adult who is using pay as you go, or has a valid ticket, Freedom

Pass, 60+ Oyster photocard or a Veterans Concessionary Travel

Scheme pass (up to four children per adult)

Under-5s can travel free when accompanied by an adult

Cash single tickets

On buses and trams

Cash single tickets are no longer available on buses.

Cash single tickets on trams are valid for travel on the day of issue

only.

Tram cash fares and feeder buses

Customers using cash on trams or tram feeder buses (130, 314, T31,

T32 and T33), can make one free transfer to another tram or feeder

bus during a journey.

If they change trams or change between a tram and a tram feeder

bus, within 70 minutes of the start of their journey, they will not be

charged a fare.

On Tube, DLR, London Overground, TfL Rail and some

National Rail services

Cash single and return tickets (twice the cash single fare) are valid

for travel only on the date shown on the printed ticket and up to

0430 the next day

Pay as you go fares are cheaper than cash single fares

Ticket types

- 21 -

Cash single tickets

Cash fares on National Rail services

For details of cash fares, customers should contact their local

operator, which will be one of the following:

c2c

Chiltern Railways

First Great Western

Greater Anglia

Great Northern

London Midland

Southern

Southeastern

South West Trains

Thameslink

Information on fares is also available on the National Rail website: H

www.nationalrail.co.uk H.

Three tariffs apply for cash fares on National Rail services:

National Rail cash fares for journeys wholly on National Rail

services

TfL - for journeys wholly on National Rail inter-available routes.

through fares for journeys which include both TfL and National

Rail services.

http://www.nationalrail.co.uk/

Ticket types

- 22 -

Cash single tickets

Validity of cash single and return tickets on Tube, DLR,

London Overground, TfL Rail and some National Rail

services

Tickets must be valid between the appropriate stations or zones.

They can be used on the following Tube, DLR, London Overground,

TfL Rail and National Rail services:

Section of line Use of tickets issued by LU, DLR, LO and NR

South Ruislip-West

Ruislip

Tickets are valid on both Tube and National

Rail services

Amersham-Baker

Street/Marylebone

NR


Rail services.

Tickets printed for travel to/from “London

Terminals” are not valid at intermediate

stations between Harrow-on-the-Hill and

Baker Street, or between Baker Street and

Marylebone Underground stations.

Seven Sisters/

Tottenham Hale and

Zone 1

Tickets are valid on Tube services via

Finsbury Park and on London Overground or

National Rail services via Liverpool Street.

Tickets printed for travel to/from “London

Terminals” are not valid on Tube services.

Stratford-Liverpool

Street

Tickets are valid on Tube, TfL Rail and

National Rail services, including those

printed for travel via HS1and to/from

‘London Terminals’.

Point to point tickets are not valid to/from

Mile End or Bethnal Green.

Upminster-

Fenchurch St/Tower

Hill/Tower Gateway

Tickets are valid on Tube, DLR and National

Rail services; this includes tickets printed

to/from “London Terminals”.

National Rail issued tickets are valid

intermediately only at Barking, West Ham

and Limehouse (DLR or National Rail).

Ticket types

- 23 -

Cash single tickets

Section of line Use of tickets issued by LU, DLR, LO and NR

Thameslink

interavailable

routes:

West Hampstead -

Kentish Town -

St. Pancras

International /King’s

Cross St Pancras-

Farringdon -

City Thameslink-

Blackfriars LU/NR-

London Bridge-

Elephant & Castle

LU/DLR issued station of origin tickets can

be used on National Rail services at

intermediate stations.

Tickets printed for travel between “London

Thameslink” and West Hampstead (and

stations north of West Hampstead) are valid

on Tube services between the Thameslink

interavailable stations, but not at other

intermediate Tube stations.

Tickets printed for travel between “London

Terminals” and Bedford (and stations north

of Bedford) are valid on Tube services only

between Kentish Town and King’s Cross

St Pancras, and not at intermediate Tube

stations.

The following are not valid on Tube services:

Tickets with a printed route “Thameslink

Only”, or “Not Underground” or “London

Not Underground”

Tickets issued to “London Terminals”

from stations south of the Thameslink

interavailable Route

Finsbury Park-

King’s Cross

Old St/Moorgate


Rail services between:

Finsbury Park, Highbury & Islington and

King’s Cross National Rail/King’s Cross St

Pancras London Underground

Old Street and Moorgate

Tickets are valid on National Rail services

between:

Highbury & Islington and Old Street

Finsbury Park and Old St/Moorgate via

King’s Cross St Pancras, but not at

intermediate stations

Ways to pay: contactless payment cards

- 24 -

Customers can use contactless payment cards to pay as

they go at adult rate on bus, Tube, tram, DLR, London

Overground, TfL Rail and most National Rail services in

London.

What are contactless payment cards?

Contactless payment cards are debit, credit, charge and prepaid

cards (including pay tags, stickers and mobile payment devices).

They are used for quick and easy payments for everyday

purchases of £20 and under. There's no need for chip and PIN or a

signature; customers just touch their card on a contactless card

reader.

Most contactless payments are made with cards. However,

mobile phone payments, key fobs, stickers, wristbands and other

methods of contactless payment are becoming more common.

Contactless payment cards issued in the UK

Most customers who have a contactless payment card on Visa, V

Pay, MasterCard, Maestro or American Express issued in the UK

can use them to pay for travel on our services.

Other contactless payment cards, such as Diners Club, JCB or

Union Pay are not accepted.

Contactless payment cards display the contactless payment

symbol (shown above) on the front or back of the card. Cards that

don’t have the symbol can’t be used for travel.

Nearly all contactless payment cards issued in the UK are

accepted on our services.

For an up to date list and information on what

contactless payment cards are and are not accepted for

travel visit tfl.gov.uk/contactless

Examples of accepted contactless payment cards

http://www.tfl.gov.uk/contactless


- 25 -

Contactless payment cards issued outside the UK

The table below shows which contactless payment cards issued

outside the UK are accepted for contactless travel:

American Express

All American Express contactless payment cards

issued outside the UK are accepted.

MasterCard

Nearly all MasterCard and Maestro contactless

payment cards issued outside the UK are accepted

apart from the following:

The majority of cards issued in the USA,

Canada and The Netherlands even if they

display the contactless symbol.

VISA

Some Visa and V PAY contactless payment cards

issued outside the UK are not accepted for

contactless travel. All Visa contactless payment

cards (other than those issued in North America)

should soon be accepted for travel.

Most contactless payment cards issued outside the UK can be

used for chip and PIN transactions to buy tickets or top up an

Oyster card at ticket machines at Tube, DLR and London

Overground stations, at ticket offices, and Visitor/Travel

Information Centres even if they can’t be used for contactless

travel.

Overseas transaction fees

Overseas transaction fees or charges may be charged for travel

made with a card issued outside the UK. Customers should be

advised to check with their card issuer.

This is no different to using the card at other retailers.


- 26 -

Prepaid cards

Most prepaid cards can be used for contactless travel, but

customers should check with their card issuer before travelling.

Joint accounts

Customers that have separate contactless payment cards

attached to a joint account can use them for contactless travel.

Other methods of contactless payment

Mobile payment applications (on phones), payment stickers and

tags are accepted for contactless travel if the issuer or mobile

service provider has set them up to work in the same way as

contactless payment cards. These include:

Mobile phones with a contactless payment application

Tags (stickers that can turn mobile phones into a way to make

contactless payments)

Wristbands

At the moment the following are accepted on our services:

bPay

Apple Pay

EE Cash on Tap (mobile application)

Vodafone mobile applications

bPay

bPay is a Barclaycard prepaid account with

an associated contactless device

the device works in the same way as a contactless payment

card

bPay devices

The range of bPay devices are:

A wristband

A key fob:

A sticker that can be applied to different items,

including mobile phone cases:


- 27 -


bPay devices can be used for pay as you go travel where

contactless is accepted

Activating and adding money to a bPay account

Before the customer can use it to travel, the customer must:

activate their device online

add money to their bPay account

They can do this at www.bpay.co.uk.

Using bPay

Using bPay will be no different from using pay as you go with a

contactless payment card:

Customers must touch in and out on rail services to pay the

right fare

They should only touch in on buses and trams

They must use the same device (wristband, key fob or sticker)

each time they touch in/out:

o so they aren’t charged a maximum fare

o to benefit from daily and weekly capping

Each device is treated separately, even if they’re linked to the

same bPay account. Customers need to choose which one they

want to pay with and use it for all their day’s travel

Customers should be aware of the potential for card clash if

they have a bPay sticker on their phone. To ensure that

payment is taken from their bPay account they should:

o remove any smartcards from their phone case before

touching their phone on a yellow card reader.

o turn off any payments apps on the phone

bPay is recognised by the inspector’s card reader (RID). The

same inspection rules apply as for contactless payment cards

Adding bPay to a TfL online account

The bPay app only shows the daily charges. Customers will be

able to see their full journey and payment history if they add their

bPay device to their TfL online account.

http://www.bpay.co.uk/


- 28 -


To sign up for and add bPay to a TfL online account, customers

will need:

Their device details, which are available from bPay (in the same

way as adding a contactless payment card)

o device number

o expiry date

o the security code (CVV)

Once customers have added their device details, they will be

able to see individual devices listed under ‘my cards’

o Each will have their own unique ‘card number’

o Customers are encouraged to use nicknames (eg ‘my

wristband’ or ‘my bPay fob’) to help distinguish easily

between the different devices

Customers can also phone TfL Customer Services on 0343 222

1234 to get details of their journey and payment history. They

will need to provide their device details (device number, expiry

date and security code)

Apple Pay

Customers with an

iPhone 6

iPhone 6 plus

Apple Watch

can add some payment cards to Apple Pay and then use their

iPhone or Apple Watch to make contactless payments.

Customers who are unsure if they can use Apple Pay should check

with their card issuer.

Setting up Apple Pay

Full details of how to set up Apple Pay on an iPhone or Apple

Watch are available on Apple’s web site.

For more information see

https://www.apple.com/uk/apple-pay/

Using Apple Pay

Customers need to touch in and out on rail services to pay the

right fare and only touch in on buses and trams.

https://www.apple.com/uk/apple-pay/


- 29 -


To use an iPhone they need to

1. Open Passbook on their iPhone before boarding a bus/as they

approach a gateline

Their payment card should be displayed.

If they have more than one card added to their Apple Pay, they

must check their screen to confirm that the card they want to pay

with is displayed. If it is not, they need to tap the card they want

to pay with.

2. Place their finger or thumb on the Touch ID to authorise the

upcoming payment.

3. Touch it on a yellow card reader within 1 minute of touching

the Touch ID. Ensure they touch the top of their iPhone flat on

the yellow card reader

This is important as this is where the antenna is.


- 30 -


When the payment information has been sent, a green light will be

displayed on the card reader. The customer’s iPhone will gently

vibrate and beep. The phone display will show ‘Done’ and a

checkmark.

Note: If a customer receives a phone call after opening Passbook,

but before they touch their phone on the card reader, the

payment authorization will be cancelled and they will have to re-

open Passbook and use the Touch ID again.

Customers using an Apple Watch need to:

1. Double-click the side button of their Apple Watch before

boarding a bus/as they approach a gateline

They'll see their default card. If they need to change cards, they

need to swipe the display left or right

2. Touch the face of the watch on the yellow card reader

When the payment information has been sent, a green light will be

displayed on the card reader and the customer will feel a gentle

tap and hear a beep on their Apple Watch


- 31 -


Customers must make sure they use the same device (card,

iPhone or Apple Watch) when they travel so they

o do not have incomplete journeys

o benefit from daily and Monday to Sunday capping

This also applies if the same payment card is linked to more than

one phone or watch; each one is treated as a completely separate

payment device. So customers need to choose which phone or

watch they want to pay with and use the same one for all their travel

Customers who have more than one card added to Apple Pay

must make sure that the card they want to pay with is on the

display when they open Passbook. If it isn’t they need to swipe

the display until the card they want to use is displayed

Customers who have both an iPhone and an Apple Watch will

get notifications on both devices when their added card,

iPhone or Apple watch is read successfully. Staff should be

aware that this could be confusing for customers; they will

need to remember which device they touched in with and

touch out with the same

If customers keep a contactless payment or Oyster card in their

phone case, they should remove it before touching their iPhone

on a yellow card reader. If they don’t, they could be charged for

their travel with a card they did not intend to pay with

Customers must make sure they have enough battery on their

phone/watch to complete their journey.

Customer support

To have the full range of customer support services (including

signing up for an online account and viewing journey history),

customers must be able to provide

their full card number

expiry date and

security code

These are not always available for all methods of contactless

payment. If customers are unable to provide any of these details

we can only provide them with limited support and they should

be advised to use another way to pay to travel.

Ways to pay: Oyster

- 32 -

Oyster is a smartcard which can hold pay as you go

credit and Travelcard and Bus & Tram Pass season

tickets. It is accepted on bus, Tube, tram, DLR, London

Overground, TfL Rail and most National Rail services in

London.

Oyster cards are re-usable. When a season ticket runs out or the

pay as you go credit has been used up, customers can renew their

season ticket or top up their card with pay as you go credit. They

shouldn’t be thrown away.

What’s available on Oyster?

Pay as you go

Adult, 18+ Student, Apprentice, 16+, Child and Jobcentre Plus

7 Day, monthly and longer period Travelcards

Adult, 18+ Student, Apprentice, 16+, Non- concessionary 11-

15, Jobcentre Plus and Bus & Tram Discount 7 Day, monthly

and longer period Bus & Tram Passes

Where can customers get an Oyster card?

Customers can get a standard adult Oyster card at

Oyster online

Oyster Ticket Stops

London Overground stations

Tube stations

Visitor/Travel Information Centres

Some National Rail station ticket offices

Issuing Oyster cards

Customers must pay a deposit of £5 to get an Oyster card.

The deposit will be refunded (certain conditions apply) when a

card is returned

Applications for all Oyster photocards should be made online

tfl.gov.uk/photocard

An administration fee is payable

http://www.tfl.gov.uk/photocard

Ways to pay: Oyster

- 33 -

Registering and protecting Oyster cards

Protecting an Oyster card means customers give us their details

so:

If it is reported lost or stolen, it can be stopped so that no-one

can use it

The tickets and/or remaining pay as you go credit are

protected and the card holder may be eligible for a refund or

a duplicate card with the remaining tickets and/or pay as you

go credit loaded on it

Customers can protect their Oyster card online at H

tfl.gov.uk/oyster

Registering an Oyster card means that it is protected as described

above. In addition a flag is physically set on the card which means

that the holder:

may get emails from us giving information such as details of

planned disruptions to their regular journey or new services

available on Oyster

can load season tickets valid for longer than a month and up

to a year on it

Customers who protect their Oyster card but do not register it

can buy season tickets valid for any period online. However, to

buy a season ticket valid for longer than a month elsewhere, they

must register their card

Lost or stolen registered and protected Oyster cards should be

reported as soon as possible to

tfl.gov.uk/oyster

Customer Services on 0343 222 1234

We do not refund or replace unregistered or unprotected Oyster

cards that have been reported lost or stolen.

When can customers register their Oyster cards?

The best time to register an Oyster card is when the customer

first gets it.

http://www.tfl.gov.uk/oyster





Ways to pay: Oyster

- 34 -

Registering and protecting Oyster cards

Where can customers register their Oyster cards?

Oyster cards can be registered at:

Tube stations

London Overground station ticket offices,

Oyster Ticket Stops


Who must register their Oyster card?

Adults - if they want to buy a period season ticket valid for

longer than a month,

Not required if they have protected their Oyster card and

are buying a season ticket online.

Holders of:

Jobcentre Plus Travel Discount Cards

Bus & Tram Discount photocards

National Railcards

Privilege Ticket Authority cards

All Oyster photocards are registered when they are issued.

Are Oyster cards transferable?

An Oyster card which only has credit to pay as you go at adult

rate on it can be lent to a friend/family member, even if the card is

registered in a specific customer’s name. However the registered

owner continues to be responsible for the card.

An Oyster card cannot be used by anyone other than the

registered owner if it holds a:

Travelcard or Bus & Tram Pass season ticket.

Jobcentre Plus discount concession.

Bus & Tram Discount concession.

National Railcard discount concession.

A Privilege Ticket Authority discount concession.

Oyster photocards (including 5-10, 11-15, 16+, 18+ Student,

Apprentice, 60+, Freedom Pass, Veterans and Athletes) cannot be

used by anyone other than the person named on the card.

Ways to pay: Paper tickets

- 35 -

Paper tickets

The following are issued as paper tickets

Day Travelcard

Group Day Travelcard


Single and return tickets

Season tickets to/from National Rail stations

Day Travelcard

Day Travelcards can be used for unlimited travel in a single day on

bus, Tube, tram, DLR, London Overground, TfL Rail and most

National Rail services within London.

For more information on Day Travelcards see page 17

Group Day Travelcards

Group Day Travelcards are paper tickets for groups of 10 people

travelling together in a single day. See page 19 for more

information


A One Day Bus & Tram Pass allows

unlimited travel in a single day on bus and

tram services in London.

One Day Bus & Tram Passes can only be

bought on the day of travel.

Pay as you go with capping will always be

better value than a One Day Bus & Tram

Pass.

One Day Bus & Tram Passes are also available as single use Oyster

cards (see page 15)

Single and return tickets

Customers can buy can buy single and return tickets for use on

Tube, tram, DLR, London Overground, TfL Rail and most National

Rail services from stations.

Most single and return tickets are more expensive than pay as you

go fares.

Ways to pay: Paper tickets

- 36 -

Paper tickets

Paper season tickets and photocards

Customers can buy a paper season ticket to travel within the

London Rail and Tube zones and to some National Rail stations

outside London. They can be bought from London Overground

station ticket offices.

Customers need a supporting photocard, which will be issued

when they buy their ticket; customers will need to take a photo

with them. The photocard number must be written on the season

ticket.

The season ticket is only valid for travel when shown with the

accompanying photocard.

http://tfl.gov.uk/maps/track

Tickets for Visitors

- 37 -

Visitor Oyster cards

Visitor Oyster cards can only be used to pay as you go.

The cards are sold with credit already loaded

They are issued at adult-rate but the Young Visitor discount

can be set on them

A non refundable £3 fee is payable

They can be topped up with additional pay as you go credit at

all standard outlets

They cannot be loaded with Travelcards or Bus & Tram Passes

They cannot be registered or protected

Visitor Oyster cards are currently issued with the following

designs:

Where can customers get a Visitor Oyster card?

Visitor online shop visitorshop.tfl.gov.uk

Visit Britain visitbritainshop.com

Some overseas travel agents who sell tickets on our behalf.

Gatwick Airport

o Gatwick Express ticket office or terminal desks

o Southern Railways ticket office

o Gatwick Information Centre

Stansted Airport:

o Stansted Express ticket office

o National Express coaches ticket office

o Stansted Airport Information Centre

On board Eurostar trains to London

For more information go to visitorshop.tfl.gov.uk


http://www.visitbritainshop.com/



- 38 -

Young Visitor discount

Children aged 11-15 visiting London without an Oyster photocard

can get the ‘Young Visitor’ discount set for up to 14 days on an

Oyster or Visitor Oyster card at:

Tube stations in Zone 1 and Heathrow Terminals


London City Airport DLR station ticket office

The discount allows gives pay as you go travel and caps at half

adult-rate.

Children aged 11 to 15 are eligible

No identification is required to get it set; it will be at the

discretion of issuing staff

An adult must accompany a child to get the discount set (up

to four children per adult)

The discount can be set on Visitor Oyster cards and standard blue

Oyster cards.

If the customer is already in London and doesn’t have a card they

should get a standard Oyster card and pay a £5 deposit.

Before the discount can be set on a standard Oyster card it

must be registered with the details of the accompanying adult.

Personal information of the child must not be recorded in any

of the registration fields

The discount can only be set for up to 14 days. When it expires,

adult-rate pay as you go fares will be charged.

The discount can be reset after it expires.

Customers who ask for the Young Visitor discount to be reset

should also be advised to apply for an 11-15 Zip Oyster

photocard.

The refund, lost, stolen and faulty card process for cards with the

Young Visitor discount set is the same as for adult-rate cards. The

discount will need to be set again if a card is replaced.


- 39 -

Visitor attraction admission tickets

Tickets are available at Travel Information Centres for the

following:

Big Bus Sightseeing Tour Madame Tussaud’s, including

admission to the Marvel Super

Heroes 4D experience Hampton Court Palace

Kensington Palace Original London Sightseeing

Tour

Kew Gardens Shrek*

London Aquarium St Paul’s Cathedral

London Bridge Experience Tower Bridge Experience

London Dungeon Tower of London

London Eye Windsor Castle

LT Museum* Windsor Castle excluding state

rooms

London Zoo The View from the Shard*

* Not available from Gatwick

Tickets are valid for admission only and not for travel.

Prices are available at Visitor/Travel Information Centres

Where to buy tickets and top up Oyster cards

- 40 -

Oyster online and telesales

tfl.gov.uk/oyster

0343 222 1234 (24 hours a day)

Adults

can get an Oyster card, top up their pay as you go credit and buy

Travelcard season tickets online or by phone.

should allow a minimum of 2 working days for delivery if ordering

a new Oyster card.

18+ Student and Apprentice Oyster photocard holders can

top up their pay as you go credit and buy discounted Travelcard

season tickets online

Online and phone orders can be collected at a nominated

Tube, DLR, London Overground, TfL Rail or National Rail station

tram stop.

To collect the order, customers must touch their Oyster card on a

yellow card reader on a gate or validator (but not on the ticket

machines).

Orders placed before 23:00 can be collected after 04:30 the

following morning.

Customers can set up Auto top-up online so that whenever their

pay as you go balance falls below £10, it is topped up

automatically. Further details are available on page 51 or at

tfl.gov.uk/oyster

Tube, London Overground and TfL Rail stations

Ticket offices:

A range of tickets is available from London Overground and TfL

Rail station ticket offices

Tube station ticket offices are gradually being closed. All will be

closed by end 2015.




- 41 -

Tube, London Overground and TfL Rail stations

Ticket machines: a wide range of tickets is available and customers

can top up their pay as you go credit on Oyster.

Oyster cards are available from most Tube station ticket machines.

Ticket machines don’t sell tickets to all National Rail stations and

some stations are unstaffed If a customer can’t buy the ticket they

want, they will need to buy a separate ticket or use pay as they go

for their Tube/DLR/London Overground/TfL Rail journey and buy

another ticket when they join National Rail services.

National Rail stations

Most National Rail stations in London have self-service ticket

machines.

The following National Rail station ticket offices issue Oyster

cards, top up pay as you go credit and can add Travelcard season

tickets on Oyster cards:

Balham

Barking

Beckenham Junction

Blackfriars

City Thameslink

Drayton Park

Ealing Broadway

East Croydon

Elmers End

Essex Road

Fenchurch Street

Finsbury Park

King’s Cross Thameslink

Limehouse

Liverpool Street

Mitcham Junction

Marylebone

New Cross

Northolt Park

Shenfield

St Pancras International

Upminster

DLR stations

Customers can get Oyster cards, top them up and add season

tickets at Canary Wharf and London City Airport station

information points.


- 42 -

DLR stations

They can also top up their Oyster card and add season tickets at

ticket machines at all stations.

Note that holders of National Railcards cannot buy discounted off-

peak Day Travelcards from ticket machines at DLR stations.

Visitor Centres

Customers can get

an Oyster card,

top up their pay as you go credit or buy/renew tickets on an

Oyster card or Oyster photocard

buy printed tickets

get Young Visitor discount set on an Oyster card or Visitor

Oyster card

Visitor Centres are at:

Gatwick Airport (North Terminal

Arrivals)

Paddington National Rail station

(opposite Platform 1)

Heathrow 123 Underground

station

Piccadilly Circus Underground

station

King’s Cross (Western Ticket

Hall) Victoria Rail station (opposite

Platform 8)

Liverpool Street Underground

station

Oyster Ticket Stops

Oyster Ticket Stops are independent shops who sell a range of

tickets on behalf of TfL. They are in many newsagents and

hundreds of other shops in London.

tfl.gov.uk/ticketstopfinder

Adults and holders of Jobcentre Plus Travel Discount Cards, Bus &

Tram Discount photocards and National Railcards can get an Oyster

card from an Oyster Ticket Stop.

http://www.tfl.gov.uk/ticketstopfinder


- 43 -

Oyster Ticket Stops

Customers can top up their pay as you go credit or buy/renew the

following on an Oyster card or Oyster photocard:

7 Day Bus & Tram Pass (Adult and Discount*)

7 Day Travelcard (Adult, Child and Discount*)

Monthly Bus & Tram Pass (Adult and Discount*)

Monthly Travelcards (Adult, Child and Discount*)

Annual Bus & Tram Pass (Adult and Discount*)

*Discount = 16+, 18+ Student, Jobcentre Plus and Bus & Tram

Discount (different rates apply between these categories)

Oyster Sales Service

Oyster Sales Service manages bulk sales of bus Savers and other

printed tickets for corporate customers. Interested groups should

email or phone for details.

[email protected]

020 7712 1000

How to pay

Cash

Cash is accepted at all ticket selling outlets, except:

At the smaller ticket machines at Tube stations

Oyster online and telesales.

On London buses

Cheques

Cheques are not accepted at any of our ticket selling outlets.

mailto:[email protected]


- 44 -

How to pay

Credit/Debit cards

Stations and Visitor/Travel Information Centres accept:

(Note: Travel Information Centres do not accept Diners Club)

Oyster Online and telesales accept:

NOTE: those Oyster Ticket Stops that accept bank cards may

impose a minimum value transaction for using bank cards or may

impose a fee.

Buying tickets in advance

Day Travelcards can be bought up to 7 days in advance of the day

of validity/start date.*

7 Day, monthly or longer period tickets on Oyster can be bought

in advance of the start date:

up to 30 days before at Tube stations, London Overground

ticket offices and Visitor Centres

7 days before at Oyster Ticket Stops

up to 4 days before from Tube and London Overground

station ticket machines.

* Tube station ticket machines issue printed tickets up to 4

days in advance of the start date only.

Single and return tickets cannot be bought in advance


- 45 -

Where are Oyster and contactless payment cards

accepted for travel?

Buses and trams

Oyster and contactless payment cards are accepted on:

All trams

All buses in and just outside London, showing this

sign

NOTE: contactless payment cards are not accepted on:

Heritage buses which run some journeys on parts of route 15

Routes 402 and 477

Tube, DLR, London Overground and TfL Rail

Oyster and contactless payment cards are accepted on all

services in Zones 1-9 and to and from Shenfield and Watford

Junction.

National Rail

Oyster and contactless payment cards are accepted on all

suburban trains stopping in Zones 1-9 and on journeys to and

from:

Broxbourne

Chafford Hundred

Grays

Ockendon

Purfleet

Shenfield

Watford Junction


- 46 -


Customers must touch their Oyster card or

contactless payment card on a yellow card reader at

a station, tram stop or on the bus when making a

journey.

The yellow card reader checks:

if the Oyster card has enough pay as you go credit or there is a

valid ticket on it

that the contactless payment card is accepted and approved for

travel on our services; a request is sent to the card issuer to

authorise the payment.

If the card is accepted for travel:

On Tube, London Overground, TfL Rail, National Rail and the

Emirates Air Line: the gates open

On buses and tram/DLR/ TfL Rail/National Rail validators: the

card reader shows a green light

If there is no valid ticket or not enough pay as you go credit on

the Oyster card or the contactless payment card is not accepted

or approved for travel:

On Tube, London Overground, TfL Rail, National Rail and the

Emirates Air Line: a ‘seek assistance’ message will be displayed

and the gates will not open.

On buses and tram/DLR/TfL Rail/National Rail validators: a red

light shows on the card reader.


On buses and trams ALL customers must touch in at the start of

each journey. They should not touch out at the end of their

journey; if they do they will be charged another fare.


- 47 -



Rail and National Rail services

Customers using Oyster or contactless payment cards must

always touch in at the start of the journey and touch out at the

end. If they don’t, they may be charged a maximum fare, be issued

a penalty fare or be prosecuted.

At stations where there are no ticket gates, customers must use

the validators.

If a customer does not touch in at the start of a journey, they may

be liable to a penalty fare or prosecution.

Card clash

Card clash happens when a customer touches in/out with more

than one card at the same time. This means that:

It doesn't know which card to take payment from

If they get a green light it could take payment from a card that

they did not intend to pay with

If they get a red light it means they won't have paid for their

journey

If they are at a ticket gate, it may not open

If they are at a station, they could be charged two maximum

fares for their journey. This happens when a reader charges

one card when they touch in and another card when they

touch out

If the customer has a season ticket on their Oyster card and

their contactless payment card is charged, this means they will

have paid twice for the same journey

Money can’t be taken from two cards at the same time

It is really important to encourage customers to get into the habit

of only touching one card on the reader.


- 48 -

Fares charged using a contactless payment card

Customers using contactless payment cards are charged adult-

rate pay as you go fares - the same as on Oyster. All cards are

protected by card issuers against fraudulent use.

Unlike Oyster, the fare charged for individual journeys is not

shown on passenger displays

No journey data is held on the card – it is all recorded and

processed in the back office

The cost of all journeys made in a day is added up after close

of traffic day. The best value charge for all the travel made in

the day is calculated and where appropriate caps are applied

A single charge is then requested from the customer’s card

account

Unpaid fares

When a customer touches their contactless payment card on a

card reader:

the card is checked that it is both accepted and approved for

travel on our services

a request is sent to the card issuer to authorise the payment

Sometimes a card may be accepted by our card readers, but the

payment is subsequently declined by the card issuer. If this

happens it means that:

the customer has made a journey which they have not paid

for

they will not be able to use their card again to travel until they

have paid for the unpaid fare

Customers will need to go online to settle any unpaid fares.


- 49 -

Declined payments

Sometimes a contactless payment card may not be accepted for

travel because the payment has been declined by the card issuer.

If this happens the customer will get a red light and a code 80

error.

To resolve this customer must:

Contact the card issuer

Sign in to their online account to re-authorise their contactless

payment card for travel

Customers who don’t have an online account can contact Customer

Services to get the contactless payment card reauthorised for travel.

More information about online accounts is on page 61

Maximum fares

When a customer using Oyster for pay as you go travel touches in

at the start of a rail journey:

an entry charge of up to £8.80, is taken from their pay as you

go credit.

the charge is adjusted when they touch out at the end of their

journey so that they only pay the advertised fare.

If they don’t touch in and out they will be charged up to £8.80

for their journey, which will be considered ‘incomplete’.

Customers using contactless payment cards are not charged an

entry fare when they touch in to start a journey.

All fares for journeys made are charged at the end of the traffic

day.

However, they can still be charged a maximum fare if they

don’t touch in at the start of their journey or out at the end.

Maximum fares don’t count towards a cap


- 50 -

Incomplete journeys

If customers don't touch in and out on rail journeys, we don't

know where they have travelled, so we can't charge the right fare.

When this happens the journey is regarded as 'incomplete' and

they could be charged a maximum fare, issued a penalty fare or

prosecuted.

Customers are more likely to get an incomplete journey when

they are in an unfamiliar or busy station, or if their journey is

disrupted. Other common reasons are:

They didn't see a ticket validator

Station evacuation

Crowding or congestion

Touching in and out if the gates are open

Customers should always touch in and out, even if the gates at

stations are open. If there are no gates they should use a

validator.

Automatic correction of incomplete journeys

There are times when customers can't touch out as they leave a

station, such as during a major sporting or entertainment event.

When this happens, we will attempt to complete the journey for

the customer based on their recent journey history. This is

known as selective auto completion.

Checking for incomplete journeys

Customers using Oyster can check if they have an incomplete

journey:

At a Tube or London Overground station

Online: if they have an Oyster online account

By calling Customer Services on 0343 222 1234


- 51 -

Incomplete journeys

Customers using contactless payment card can only check if they

have an incomplete journey online. They can see the last 12

months of their journey history by signing up for an online

account. If they don’t sign up, they can only see details for the

last 7 days.

Refunds on incomplete journeys

Customers can apply for a refund if they were charged a maximum

fare for an incomplete journey. They must do this within 28 days

Customers using Oyster can get a refund of an incomplete

journey:

Online: if they have an Oyster online account

By calling Customer Services on 0343 222 1234

Refunds Online

Customers using Oyster can apply for a refund online if they have

an Oyster online account:

they can only apply for a refund if an incomplete journey is

displayed

They must apply within 8 weeks of making the incomplete

journey

They can only apply for one incomplete journey refund per

calendar month

If they do not have an Oyster online account, they can create one.

However customers can only apply online for refunds on

incomplete journeys made after they created their online account.

Some incomplete journeys are not eligible for an online application

for a refund. This is usually because:

We have already processed an automatic refund for the

journey

The incomplete journey has already been adjusted at a station

Only adult, non-discounted fares are eligible

There was a valid Travelcard on the Oyster card


- 52 -

Incomplete journeys

If a customer wants to apply for a refund for an incomplete journey

that is not listed in their online account, they must phone

Customer Services on 0343 222 1234 within 28 days of making the

incomplete journey.

Customers using contactless payment cards can only apply for an

incomplete journey refund online:

if an incomplete journey is displayed in their account

for one incomplete journey charge per calendar month

within eight weeks

Differential charging for pay as you go journeys

Pay as you go fares vary according to the route a passenger takes

for journeys on rail services. For every journey on the system

there is an identified default route. For many this is defined as

requiring travel via Zone 1 and customers are charged accordingly,

irrespective of the route taken.

Sometimes an alternative route offers a cheaper fare than the

default; the majority avoid travel through Zone 1. Available

alternative routes are shown for individual station to station

journeys in

Single fare finder

Customers changing lines or modes may need to go through a

gateline or pass a validator; for example, at West Hampstead and

Hammersmith.

There are 15 key interchange stations where there is no

gateline to prove the route taken

At these stations pink card readers have been installed to

allow passengers to confirm the route taken

Customers need to touch their card on a pink card reader to

ensure they are charged the right fare

http://www.tfl.gov.uk/tfl/tickets/faresandtickets/farefinder/current/Default.aspx


- 53 -

Alternative routes for Travelcard customers

Customers with a Travelcard that excludes Zone 1:

must touch their Oyster card on a pink card reader OR

interchange at specific stations

to show that they have not travelled through zones their

Travelcard doesn’t cover.

If they don’t, they may be charged an extension fare.

Travelcard customers can check where they need to validate their

Oyster card to avoid incurring an extension fare using

Single fare finder

Changing trains – touching in and out

Customers changing trains without changing stations need to:

Touch in once at the start of the journey

Touch out once at the end

Touch on a pink card reader when changing trains (if there is

one)

If they need to change stations during the journey

Touch out when they leave one station

Touch in again when they enter another station

This may include changing from one train operator to another; for

example, from the Tube to London Overground at Walthamstow

Central. They need to touch out on a gate as they leave the Tube

station and touch in on a validator when they enter the London

Overground platforms.

They should not touch any other yellow card readers during the

course of their journey.. If they do, they could be charged for two

separate journeys.

http://www.tfl.gov.uk/tfl/tickets/faresandtickets/farefinder/current/Default.aspx


- 54 -

Pink card readers

What do pink card readers look like?

Pink card readers look very similar to other validators,

but have a pink card reader instead of a yellow one.

Customers should touch their card flat on a pink

card reader, just as they do with the yellow card readers.

The journey is calculated via that point, rather than a

potentially more expensive route.

Pink card readers should only be used by passengers when

changing trains/modes, they cannot be used to start or finish a

journey. They must continue to touch in at the start and touch

out at the end of their journey on a yellow card reader.

Stations with pink card readers

Pink card readers are located at the following Tube, London

Overground and National Rail stations.

Blackhorse Road Canada Water

Gospel Oak Gunnersbury

Hackney Central Hackney Downs

Highbury & Islington Kensington (Olympia)

Rayners Lane Richmond

Stratford West Brompton

Whitechapel Willesden Junction

Wimbledon Clapham Junction

Surrey Quays

Travelling between Tube stations at Heathrow

Journeys solely between Heathrow T123, Heathrow T4 and

Heathrow T5 are free for all holders of:

contactless payment cards,

Oyster cards

Oyster photocards


- 55 -

Selective Auto Completion

There are times when, for safety reasons, customers are

instructed to leave the station quickly and it may not be possible

for them to touch out.

If they were couldn’t touch out because of an incident, but

continued their journey

from a nearby station or

from the same station once the incident had cleared

the journeys are regarded as continuous and they shouldn’t be

charged a maximum fare.

If they did not continue their journey immediately, the maximum

fare charged will be adjusted when they touch in at the start of

their next rail journey.

Journey history

Customers with an Oyster Online account can see their journey

history:

They must add their card to their account.

They can only see journey history from the date they added

the card

They don’t need to buy a ticket, top-up online or register their

Oyster card

Up to 8 weeks of journey history

Data is available up to the close of the previous traffic day

(04:30-04:29). The total charge for travel for each traffic day

is shown

Customers can select a custom date range tom view

Data can be downloaded as a spreadsheet

They can have their journey history emailed to them once a

week or once a month

Customers can also see details of their last 8 journeys plus top-up

information at ticket machines at Tube stations


- 56 -

Journey history

Customers can see their journey and payment history for their

contactless payment card online. They must sign up for a TfL

account.

contactless.tfl.gov.uk

They can see

up to 12 months journey and payment history

details of all journeys made before they signed up for an

account

details of journeys made so far today and the estimated cost.

See page 71 for more information

Auto top-up

Auto top-up ensures a customer never runs out of pay as you go

credit by automatically topping up their Oyster card whenever

their balance falls below £10.

Their Auto top-up amount can be either £20 or £40. This is added

to their Oyster card

when they touch it on any yellow card reader (except on

ticket machines) as part of a normal journey

whenever their balance falls below £10.

Customers must have an online account and buy some pay as you

go credit when they set up Auto top-up. They need to:

select a top up amount

and choose a rail station or tram stop at which to activate

Auto top-up. To do this they must touch their Oyster card on

a yellow card reader as part of a journey.

If they activate Auto top-up without making a journey they could

be charged a maximum fare.

Once activated top up will occur automatically as they travel.

http://www.contactless.tfl.gov.uk/


- 57 -

Out of station interchange (OSI)

Out of station interchanges ensure that customers who leave one

station and then enter another are charged correctly when using

pay as you go. The OSI could be a different part of the same

station or a different station or operator.

When a customer:

exits a station designated as an OSI

then touches in on a yellow card reader within a set time at

the other part of the OSI

the original journey is re-opened rather than starting a new one.

A list of the station pairs that are designated OSIs are shown in

the Appendices (book 4)

Maximum Journey times

When customers use pay as you go, the amount of time they are

allowed to complete a single rail journey is limited.

Each journey has its own timeframe linked to:

the day and time of day travelled

the number of zones travelled through.

This is to allow enough time for them to complete a journey.

The maximum journey time can vary between

70 minutes (travelling in one zone outside Zones 1 or 2 on

Monday - Friday between 04:30 and 19:00)

5 hours 15 minutes (travelling across 20 zones - e.g.

Amersham or Chesham to Shenfield - on a Sunday or Bank

Holiday).

The table on the next pages shows the general rules applied for

maximum journey times.

Every journey has its own maximum journey time, regardless of

the route taken.


- 58 -


Maximum Journey Time (minutes)

Monday-Friday

04:30am -19:00

Mon-Fri after

19:00 and all

day Saturday

Sunday

For journeys in Zones 1 - 4,

Within Zone 1, 2 or

Zones 2 – 3 90 100 110

Within zones 1 - 2 100 110 120

Within Zones 1 – 3 110 125 135

Within Zones 1- 4* 110 125 135

All other journeys

Within 1 zone 70 80 85

across 2 zones 80 90 100













* These apply for journeys across up to 5 zones within Zones 1-4.

For journeys across 6 or 7 zones within Zones 1-4 the “across 6

zones” or “across 7 zones” maximum journey times apply.


- 59 -


Maximum Journey Time (minutes)

Monday-Friday

04:30am -19:00

Mon-Fri after

19:00 and all

day Saturday

Sunday

and public

holidays







Same Station Exits

A same station exit is recorded when a customer touches their

Oyster or contactless payment card on a yellow reader as they

enter a station, but then touches out and leaves the same station

within a set time.

This can happen when customers change their journey plan, for

example because of service disruption.

If Oyster and contactless payment card customers using pay as

you go touch in and out at the same station without making a

journey, the following charges apply:

Between 0 and 2 minutes:

a maximum pay as you go fare

If the customer has touched in and out within two minutes and

then re-enters the same or a different station within 45

minutes, the maximum fare will be automatically refunded and

a new journey started.

Note: At Southwark station the time threshold is between 0

and 1 minutes


- 60 -

Same Station Exits

Between 2 and 30 minutes:

The minimum pay as you go fare from that station.

The minimum pay as you go fare from that station.

If the customer touches in again within 45 minutes at the same

or a different station the minimum fare is refunded and a new

journey started

More than 30 minutes:

the system will assume that two separate journeys have been

made. However, both will be incomplete, so they will be

charged two maximum fares

We apply these charges to discourage fare evasion.

Customers may be eligible for a refund if they have been charged

for a same station exit. They should speak to a member of staff or

call Customer Services on 0343 222 1234

We will automatically refund one same station exit charge in the

last seven days.

Revenue Inspection

- 61 -

Penalty fares and prosecution for irregular travel

When using our services, it is the customer’s responsibility to

ensure that:

they have sufficient credit on their Oyster card to cover the

cost of their journey

they touch in at the start of their journey and, if using rail, to

touch out at the end

they touch in and out as required with a contactless payment

card that is approved for travel

their ticket covers the whole of the journey and all the zones in

which they wish to travel. It is the customer’s responsibility to

have the correct ticket.

If a customer travels without a valid ticket, validated Oyster card

or contactless payment card they may be issued with a penalty

fare or be liable to prosecution.

A penalty fare of £80 applies on bus, Tube, tram, DLR, London

Overground and TfL Rail services. This is reduced to £40 if paid

within 21 days of the date of issue.

Penalty fares also apply on National Rail services.

Inspection of contactless payment cards on buses

Inspections are similar to Oyster: Inspectors can identify if

contactless payment card was touched on the bus reader and if

it’s valid for travel

When an Inspector boards a bus, they touch the RID on the bus

reader and download a list of all contactless payment cards that

have been validated on that bus.

Revenue Inspectors will then ask customers to touch their

contactless payment card on the RID for inspection and it will

identify if the contactless payment card was validated on that

bus.

If it wasn’t, the Revenue Inspector can issue the customer with a

penalty fare, refer the case for prosecution or take other action.

Revenue Inspection

- 62 -

Inspection of contactless payment cards on rail and

tram

Inspectors will ask customers to touch their contactless payment

card on the Revenue Inspection Device (RID).

A green light will show on the RID if it is valid.

The RID will take a record of the contactless payment card and

send information to the back office system to make sure that

it was touched in to start a journey

A red light will show on the RID if the contactless payment card

is not approved for travel

has expired

is in any other way not valid for use

Revenue Inspectors will know if the contactless payment card

should not be used for travel

RIDs will have a record of contactless payment cards that are

not authorised for travel and which could not have been

validated

Revenue Inspectors won’t know if a valid contactless payment

card was touched in/out.

Revenue Inspection Devices (RID) will have a record of

contactless payment cards that have been inspected

Customers who repeatedly fail inspections will be stopped

from using their contactless payment card to travel

The Inspector may issue a penalty fare notice, refer the case for

prosecution or other action.

Failed Inspection: Valid contactless payment card

If a customer touches a valid contactless payment card on the

RID, but had not touched in at the start of the journey, the

following will happen:

1st ever failed inspection

A maximum fare is charged

Customers can continue to use their card to travel

Revenue Inspection

- 63 -


tram

Failed Inspection: Valid contactless payment card 2nd failed inspection


Customers won’t be able to use their card to travel

Customers with an online account will be advised by email

and account notifications

To resolve:

Customers should contact Customer Services who will

remind customers to touch in and out correctly

adjust the maximum fare to the correct fare (if it was charged

for reasons beyond the customer’s control, e.g. gate failure)

enable the contactless payment card to be used for travel

again

3rd failed inspection


Customers won’t be able to use their card to travel.



To resolve:

Customers should contact Customer Services who will decide if

the card can be used for travel again, depending on the reasons

the customer didn’t touch in. If they decide to allow it to be used

again, they will

remind customers to touch in and out correctly

adjust the maximum fare to the correct fare (if it was charged

for reasons beyond the customer’s control, e.g. gate failure)

enable the card to be used for travel again.

4th or more failed inspection


Customers won’t be able to use their card to travel



Revenue Inspection

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tram

Failed Inspection: Valid contactless payment card

To resolve:

Customers should contact Customer Services who will

Try to identify an issue that stopped them touching in (e.g.

gate failure)

If an issue was identified, Customer Services will

adjust the maximum fare charged to the correct fare

enable the card to be used for travel again.

Failed Inspection: contactless payment card not valid

A contactless payment card may not be valid for travel because:

They have two or more failed revenue inspections that they

haven’t spoken to Customer Services about

Their contactless payment card has unpaid fares

Their contactless payment card was not approved for travel by

the card issuer

Their contactless payment card has expired or is not accepted

for travel for any other reason

If a customer touches a contactless payment card on the RID

which is not valid, the card will fail the inspection and a red light

will appear be displayed.

The Revenue Inspector can issue the customer with a penalty fare

notice, refer the case for prosecution or take other action.

Refunds

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Service delay refunds

If a customer journey is delayed by a reason within TfL’s control

for:

15 minutes or more on Tube and DLR services

30 minutes or more on London Overground services

they can get a service delay refund.

Service delay refunds are not paid for:

planned service changes and engineering work

if the reason for the delay was outside TfL’s control, such as:

o A security alert

o A customer incident (for example, a person ill on a train)

o Adverse weather conditions

To apply for a service delay refund, customers need to sign up

for/sign in to their TfL online account, even if they travelled with a

paper ticket. They must apply within 14 days of their delayed

journey.

If a service delay refund application is successful the customer will

be refunded:

the pay as you go fare for the journey, if they travelled using a

contactless payment card, Oyster card or Travelcard.

the single cash fare, if they used a single or return paper ticket

Contactless customers: the refund will be sent to the card account

they used to travel. If the customer travels on the day the refund is

due, we’ll work out the day’s charges and apply the refund before

taking that day’s payment.

Oyster customers: can choose to have their refund sent to

their Oyster card, or

their bank account or

as a web credit which can be used as payment against their next

Oyster online order.

Paper ticket customers: are refunded directly to their bank account.

http://www.tfl.gov.uk/servicedelayrefunds

http://www.tfl.gov.uk/servicedelayrefunds

Customer Support

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Customer support

On-system support

On-system support is limited if a customer experiences problems

using a contactless payment card on our services. A key

difference between contactless payment cards and Oyster is that

travel data is not held on the card itself, so our operational staff

do not have access to customer’s journey and payment history.

This means they are unable to resolve some problems at

stations/on buses or trams. Customers cannot check their journey

history at ticket machines at stations.

Customers should be encouraged to sign up for a TfL

online account at www.contactless.tfl.gov.uk

0343 222 1234

They can call Customer Services

In some instances they may need to contact their card issuer

TfL online account

Customers can sign up for a TfL online account to

monitor and manage the contactless payment cards they use on

our services. Oyster online customers can also manage their

Oyster cards from the same sign in page.


Customer Support

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TfL online account

Benefits

Customers who sign up for a TfL online account and add their

contactless payment cards can:

See a summary of the journeys made so far today and their

estimated cost

Access up to 12 months of journey and payment history

Receive email alerts about their contactless payment cards

resolve issues with their contactless payment cards which

may be preventing their use for travel

Apply for refunds for incomplete journeys and service delays

Have details of contactless payment cards and Oyster cards in

the same account

How to sign up To sign up for an account, customers need to:

Provide an active email address Customers must enter these

details each time they sign in

to their account Create an account password

Create a six digit passcode

Customers will need to

provide their passcode when

calling Customer Services

about an issue relating to their

contactless payment card

Chose a security question and

answer

This is an additional security

question customers may need

to answer when calling

Customer Services about an

issue relating to their

contactless payment card

Provide their name and address

Customer’s name and address

must be the same as the

account name and billing

address held by the card issuer

Customer Support

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TfL online account

Once customers have signed up, they will be able to add

contactless payment cards to their account. To do this they need

to provide:

Card type

Name on card

Long card number (PAN)*

Card Expiry date

Card security code (CVV)*

* For an explanation of these terms please see appendices

Customers don’t have to sign up for an online account to use

their contactless payment card to travel. However, if they choose

not to, they will only be able to see the last 7 days of their

journey history and details of outstanding payments. They will

have to enter their full contactless payment card and personal

information online each time they want to see this.

My cards

This section lists all contactless and Oyster cards that have been

added to a customer’s account. ‘Card status’ is shown for each

contactless payment card (ie whether they can be used for travel).

Customers can select each card to see detailed information on its

journey and refunds history.

Customer Support

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TfL online account

Notifications

Customers are notified by email and when they sign into

their online account if they cannot use their contactless

payment card to travel.

This might happen because:

The customer’s card issuer has declined payment for a journey

they have already made

TfL has stopped their card for travel

Each notification explains what customers need to do to continue

travelling with their card.

Notifications are also shown on the customers’ account home

page.

Notifications that require immediate attention and prevent the

customer from travelling display a red warning icon.

Customer Support

- 70 -

TfL online account

Card ready for travel

All cards that can be used to travel are shown as ‘Ready to Travel’.

If there is an issue with a customer’s contactless payment card

(for example they have unpaid fares (see page 70) on it, the card

will be marked ‘Unable to Travel’

Today’s travel

Customers can see the estimated cost

of the journeys they have made so far

today.

They can expand the box to see the

journeys that we have details for.

This is not a final charge so they need

to sign in to their account the day

after they have travelled to see the

confirmed journey details and fares

charged.

Travel Statement (journey and payment history)

On contactless payment card (issuer) statements, the total cost

of journeys made in a day is shown as a single charge. Individual

fares for journeys or details of journeys are not shown.

Customers can view this detail in their online account. This is no

different to any other retailer.( For example, a supermarket bill is

shown on a statement as a single charge and the contents of the

trolley are not itemised on the card statement. )

Once a customer has added details of their contactless payment

card to an online account they can see up to the last 12 months

of their journey and payment history. If they have their

contactless payment card to travel on the network within that

time, retrospective journeys are shown.

Customer Support

- 71 -

TfL online account

Icons are displayed next to journeys on travel statements to

indicate the following:

A yellow exclamation mark indicates an incomplete

journey

A green icon indicates a cap has been reached

A blue icon indicates a journey has been automatically

completed

When more than one event happens, a pie chart icon is displayed

showing the relevant colours; e.g. a cap has been reached and an

incomplete journey recorded, a pie chart with one half green and

the other half yellow is displayed.

Journey history - Oyster

Any customer with an Oyster online account can see their journey

history online.

Customer Support

- 72 -

TfL online account

They must add their card to their account.

They can only see journey history from the date they added

the card

They don’t need to buy a ticket, top-up online or register their

Oyster card

Up to 8 weeks of journey history

Data is available up to the close of the previous traffic day

(04:30-04:29), and the total charge for travel for each traffic

day is shown

Customers can select a custom date range

Data can be downloaded in csv format for Excel and other

spreadsheets

Customer Support

- 73 -

TfL online account

As for contactless, Icons are displayed next to journeys on

travel statements to indicate the following:

Icon Meaning Explanation

Recent journeys This appears in the date header and covers

any date within the past three days. It's

there to show that there might be some

data (like bus journeys) that hasn't been

received yet, or incomplete journeys that

may later be shown as complete.

Capped fare This indicates a cap has been reached.

Extension fare This means that the customer has been

charged for travelling outside the zones

covered by their Travelcard

This icon is used for all the following:

Incomplete

journey

Either the start or end of your journey

hasn't been recorded

Continuation

of previous

journey

This journey hasn’t been charged for

because:

It counts as a continuation of a

previous journey within the same

zones

The customer travelled on one of the

following buses and transferred

to/from a tram: 130, 314, T31, T32 or

T3, or

They transferred between trams

Unspecified

location

This means that we can't currently show

where the customer touched in or touched

out, although it might appear later

Pending

transaction

This highlights that the transaction detail

isn't available yet. eg some bus journeys

can take a few days to appear online

Customer Support

- 74 -

TfL online account

Self serve refunds

Through their online account, customers can apply for a refund of

a maximum fare charged for an incomplete journey.

They can only apply for refunds:

if an incomplete journey is displayed in their account

for one incomplete journey charge per calendar month

within eight weeks of making the incomplete journey

Customers need to enter the name of the station where they

started or ended their journey and why they were unable to touch

in or out.

Oyster customers also need to nominate a station to pick up

the refund from.

After applying, customers will get an email advising them if their

application has been successful.

If the refund application is approved,

For contactless customers, the refund will be given to the

customer in one of two ways, depending on whether they have

travelled on the day the refund is paid:

If they have travelled, the cost of their day’s travel is added up.

Before the daily travel charge is sent to their account, the

refund is deducted from the daily charge

If they have not travelled, a payment is made directly to the

customer’s card account

For Oyster customers, the refund needs to be collected from

a gate or validator at the customer’s nominated station. The

customer needs to touch their card on a yellow reader as part of a

normal journey.

Customer Support

- 75 -

TfL online account

Pay unpaid fares

Contactless customers will get a notification on their online

account and an email if they have unpaid fares. If they want to

continue to use the contactless payment card the unpaid fares are

attached to, they must pay the unpaid fares with that card.

Unpaid fares can also be paid with a different payment card. If a

different payment card is used, the customer will need to re-

authorise the contactless payment card that the unpaid fares

were associated with before it can be used for travel again. They

will get an option to do this once unpaid fares have been paid.

When unpaid fares have been paid with the card that they are

associated with, customers will need to wait 30 minutes before

attempting to travel again with their contactless payment card, to

allow our system to update all readers across the network.

Customers without a TfL online account

Contactless customers who choose not to sign up for an

online account will only be able to view the last 7 days of their

journey history. They will not receive email notifications about

their account or be able to apply for refunds.

Each time they want to see the last 7 days of their journey history

or pay outstanding fares they will have to provide their:

Card type

Name on card

Long card number

Expiry date

Card security code

Card billing address

Customers without an online account will not be able to pay

outstanding fares for any day beyond their 7 day travel statement.

Customer Support

- 76 -

Signing up for a TfL online account

To benefit from the full range of customer support services

available such as signing up for an online account and viewing

journey history, customers must provide their full card number,

expiry date and security code. If customers are unable to provide

any of these details we can only provide them with limited

support and they should be advised to pay another way.

Customers with joint payment card accounts

Joint account customers can separately use their contactless

payment cards to travel, but management of their TfL online

account is slightly different.

More than one cardholder with same PAN and expiry date

If more than one cardholder shares the same PAN (long card

number) and expiry date on the front of their cards:

They will only be able to have one online account for all cards

Travel and payment history for all cards is only available from

one account

If one cardholder’s card is declined all other cards attached to

that account will also be declined

Only the primary cardholder can resolve declined travel status

on any cards attached to the account

All emails are sent to the cardholder who set up the TfL online

account

If one cardholder signs up for an account, other cardholders

cannot use the unregistered option to view their journey and

payment history

Only the cardholder who set up the account can apply for

refunds online for all cards. However, other cardholders can

apply for refunds by calling Customer Services, but will need

to supply the telephone and security question answers for the

primary cardholder’s account

If neither card is registered, both cardholders can see last 7 days

travel separately using the non signed-up option

Customer Support

- 77 -

Customers with joint payment card accounts

More than 1 cardholder with same PAN but different expiry

date

Cardholders can have separate online accounts

If one cardholder’s card is declined then all other cards

attached to the same account will also be declined

Only the primary cardholder will receive email and online

notifications

Other cardholders’ status shown in online accounts will

wrongly state that their card is ‘ready to travel’

Note that contact Centre staff won’t know that the cards are

associated if they are in different accounts, so won’t know why a

card can’t be used to travel

Contactless payment card has been replaced with new card with

same PAN but a different expiry date (expired, lost, stolen or

damaged). Replaced card had a declined authorisation:

If the old card was still declined when the new card was

issued, the new card will also be declined as we will regard it

as an associated card

The new card is declined until the old card has been

reauthorised. However, the old card cannot be reauthorised

because it is no longer active for the payment account

Customers will have to contact Customer Services to resolve

TfL Customer Services

Customers who experience problems using their contactless

payment cards should try to resolve problems through their TfL

online account.

www.contactless.tfl.gov.uk

If they don’t have an account or can’t resolve the problem

they can call Customer Services on 0343 222 1234


Customer Support

- 78 -

Card Issuers

In some instances customers may need to contact their card

issuer to resolve a problem with their contactless payment card.

See appendices in book 4 for possible scenarios.

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